Job Details

• Maintain up to date knowledge of the Illinois Department of Human Rights Hate Crime and Sexual Harassment and Discrimination Helplines;
• Respond to telephone inquiries from customers with sensitivity and professionalism;
• Listen without interruption to fully understand the needs of the customer;
• Gather data from customer and other resources as needed for problem-solving and communicate to customer;
• Complete customer intake forms;
• Transfer incoming calls externally to the appropriate referral entity within the State of Illinois;
• Must be able to empathize with the caller and prioritize according to client protocols;
• Navigate between three (3) or more systems and tools to assist and service customers;
• Knowledgeable of Microsoft Outlook and Instant Messaging systems;
• Will be required to complete program training, as warranted, and successfully implement that knowledge in day-to-day operations;
• Adhere to the HIPAA (Privacy Act) and Personal Identifiable information (PII) requirements as it relates to the confidentiality of information release;
• Any other duties as deemed necessary by leadership.

• High School diploma or equivalent required;
• Must be able to speak Spanish and English clearly and professionally;
• Must have strong ethical and moral values;
• Previous call center experience preferred;
• Previous customer service experience required;
• Must be able to type a minimum of 25 words per minute with at least 90% accuracy;
• Must have intermediate computer skills and the ability to navigate through multiple data screens and systems;
• Must have excellent communication skills and be able to multi-task;
• Must pass all assessments or tests associated with the position.